Team Lead

Job Title: Contact Centre Team Leader

Location: Home Based (UK)
Reporting To: Operations Manager

Job Overview

We are seeking an experienced Contact Centre Team Leader to lead, coach, and develop a team of customer service advisors within a high-volume contact centre environment. You will be responsible for driving team performance, achieving service level agreements (SLAs), improving customer outcomes, and supporting operational excellence through effective people management and coaching.

Key Responsibilities

• Lead, motivate, and manage a team within a contact centre environment.
• Monitor performance against SLA, productivity, quality, and customer service targets.
• Conduct regular 1-2-1s, coaching sessions, performance reviews, and development plans.
• Manage attendance, absence, conduct, and performance issues.
• Provide real-time support and guidance on complex customer cases and escalations.
• Work closely with workforce planning teams to ensure adequate resource allocation.
• Carry out quality monitoring and feedback to improve service delivery.
• Support onboarding, training, and development of new hires.
• Identify operational improvements and support continuous improvement initiatives.
• Maintain high standards of customer experience and compliance.
• Collaborate with other Team Leaders and stakeholders to share best practices.
• Support Operations Managers with reporting, risk identification, and performance management.

Essential Skills & Experience

• Experience leading teams within a Contact Centre or Customer Service environment.
• Team management, coaching, and performance improvement experience.
• Strong stakeholder management and communication skills.
• Experience managing KPIs, SLAs, quality, and productivity targets.
• Customer-focused approach with excellent problem-solving abilities.
• Experience handling escalations and complex customer queries.
• Good understanding of workforce management and scheduling.
• Proficient in Microsoft Office Suite.
• Ability to work in a fast-paced, target-driven environment.
• Experience conducting performance reviews and employee development activities.

Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy.